Glossary

Navigator – Region to the left where menus, favorites, and dashboards are located.

Favorite – Saved query which results either in a list of tickets, a list of tickets in a view, or a chart.

Dashboard – Combination of charts to provide a visual description of related information.

Queue – is a set of related data, usually analogous to a table. For example, "Incidents Requests" are in one queue. In the system, these happen to be stored in the same table.

View – is a specially formatted subset of data WITHIN a queue. It can have specific criteria or filter, sort order, grouping, and so on. For example, you could have one view with open incidents created by a team and sorted by assignee, or a view of tickets recently closed in the last week.

Template – is what was formerly called the "quick ticket" It's a saved preloaded set of service model info, assignment, description, and resolution to be used to make creating and submitting routine tickets faster.